Product Support Lead, Escalations

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the worlds largest enterprises to the most ambitious startups - use Stripe to accept payments grow their revenue and accelerate new business opportunities. Our mission is to increase the GDP of the internet and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyones reach while doing the most important work of your career.

About the team

The Product Support team directly supports our largest and fastest growing users partnering with them to grow their business. We actively seek and capitalize on opportunities to meet and exceed their service expectations working to impress the trendsetters and remove obstacles from their path. The team is there when users need us but also there proactively - before they even realize they need support. The Escalations team exists within Product Support to help address the most escalated user issues. This team responds to users who have sent their issue or concerns to a member of their Stripe account team or to a Stripe executive. We own the resolution of the immediate issue at hand as well as ensuring that the factors that led to the escalation are addressed and remediated.

Ultimately these cases often shine a light on points of failures within Stripe and the team has the opportunity to create transformative user experiences while also helping edit Stripe to rectify the structural issues that resulted in the escalation in the first place.

This is a high visibility high impact role with the responsibility to work with execs users and cross functional stakeholders all while helping shape the evolution of this team.

What youll do

We are looking for a leader who will lead a high performing team of escalations specialists to deliver exceptional user experiences. This team goes beyond basic troubleshootingits about developing a team of technical expertise with analytical mindset and project management skills to strategically improve our support systems processes and product quality.

The leader will play a key role to cultivate the happiness of their team through clear goal setting feedback mechanism mentoring and advocacy within the organization.

Responsibilities

• Lead a team of expert escalations specialists including three escalation team managers
• Set clear goals and directions and provide regular feedback on team members performance
• Ensure team members are happy effective and growing in their career and new work experiences
• Help build the organization through management projects such as recruiting training writing team policies defining team processes or other organizational improvements
• Transmit and foster our values serving as a beacon of Stripes user-centric philosophy and culture of transparency empathy inclusion and empowerment
• Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
• Maintain metrics and analysis of team performance and provide regular reporting on team performance in the form of written analysis and performance reports
• Be data-driven in your analysis of performance and in your decision making
• Guide the organization to design and deliver scalable user support by partnering effectively with cross functional stakeholders across Operations Product Engineering and GTM
• Understand and help influence the relevant product roadmaps that will address the most frequent and/or painful escalated issues

Who you are

Were looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements you are encouraged to apply. The preferred qualifications are a bonus not a requirement.

Minimum requirements

• 15 years of experience in Operations and/or GTM
• 10 years of experience leading teams including management of managers
• Strong operational background with a proven track record of making data-driven decisions
• Experience in business partnership influencing executive decision-making and fostering a cross-functional team-oriented mindset
• Demonstrated success as a leader and people manager with exceptional stakeholder management skills
• Experience in strategizing and driving large scale operational process improvements and program management work
• Ability to operate with high agency unblock the team thrive in ambiguous situations and maintain optimism about the future
• Skill and credibility doing the core work of a user facing team with a high bar for quality and a willingness to lead by example and get into the details of front-line work if required.

Preferred requirements

• Prior experience with SQL Tableau and APIs
• Comfort with some technical troubleshooting
• Familiarity with FinTech industry and products
• Passion for learning new functions and features of technical products